Got a new hub 4 at the beginning of December and it has been nothing but a constant source of difficulty.
Most recently it has decided to no longer function at all, multiple resets and factory resets, not supported by any of the usual support channels (app/online systems) and obviously time of year means a lack of engineers to actually resolve it.
TV and Landline both still functional, WiFi cable is split from the TV via a box so I know that the issue is with the hub.
Only has a single beam of light to display what's going on, that's a dim white which apparently means everything is okay, but none of the Ethernet ports work, tried multiple machines and multiple cables on each port, and there isn't even a hint of a broadcast network.
***** If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!! I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences. Office 365, Dynamics CRM and Cloud Computing Jedi
Call in and tell them that the Hub4 is not fit for purpose and you want to go back to the Hub3. Do you still have the old one? If so there are several reports (one today) where one phone call this morning got the Hub3 back on and activated inside 5 minutes. If you haven't still got it then it will be a wait until they can get one to you.
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Likewise, I am a new customer having come over from Sky who provided 50MBPS for £20. So I joined VM for my children (gamers) because of the fancy 1Gig broadband. I now pay £62 per month (just for internet), and have less of a reliable service, poor customer care and no WIFI upstairs in my home. This was never a problem before. Anyway, since install I’ve had three engineers in total, none can fix WIFI problem, because they say I need to ask VM to send me boosters. But after several + phone calls which accumulated to hours being sat on hold, passed between departments, repeatedly going through security questions to only be given excuse after excuse as to why they can’t send me a booster. When connected via LAN I get between 200 - 450MBPS (approx). VM have sent two engineers to try fix speed issue, both asked why I didn’t get the booster from VM when they advised me too. I couldn’t be bothered to explain what I went through, how many calls, messages, emails, social media etc to be told NO!
I have never experienced a company like VM who so clearly have no customer care. Apparently VM said my internet speeds would be monitored for 30 days and I’ve received multiple emails from them that contain the opening line of “we tried contacting you” which is a load of ****. I have reposed on each occasion only to receive another email with the same opening line. 1 million percent no one has tried to call. I did ask for them to shown me there call log, because they have not tried calling me to resolve this issue. Has anyone else had such a poor experience and or has the issue with the so called new Hub 4?